Complaints are expressions or expressions of dissatisfaction of customers or clients who purchase our products / services, delivered orally by phone or face to face or in writing (via email, sms, letter or social media) on all aspects of the product, service and provided by companies and businesses. Complaints can happen both in online business, and offline.
In the online business, most complaints are often due to the product being shipped not in accordance with the drawing, the quality is not as expected, the length of delivery, the wrong size, the old customer service in reply to the message and can not provide the right information on the company's products and much more.
When you receive a complaint, then the best solution is to handle it immediately quickly, smartly and appropriately. When you handle it in this way, you can make this a chance not to lose customers, as well as to show customers that the business you manage is bona fide and responsible and listening to what the customer needs. Listening is one of the customer's needs, and when they feel that what they are complaining about is heard, then communication and relationship have been established. Could be, although initially complained about something, in the end the customer becomes your next loyal customer.
A customer's belief in a business is one of the most important things.
The way in which complaints can be handled properly against :
- Be a Good Listener to Relieve Customer Emotions
When customers complain, the first thing they want is for their complaints and opinions to be heard. Some customers have different ways of expressing their complaints. There are ordinary and tend to be melancholy, but there is also a fiery and exaggerated. By being a good listener, then you have been trying to calm the customer's emotions. At this stage, you should not deny, deny, ngeles or cut off their conversation first. Let them speak to the end.
- Show Empathy
Even if it is not necessarily all the product and service errors of your business, still show empathy appropriately. Encourage them to communicate gently and apologize if there is something wrong with your service.3 Even if a mistake does not really exist in your business services and products, apologizing and smiling are powerful weapons to show customers that we are on their side .
- Immediately Give the Smart and Right Solution
When customers start to ease their emotions, then offer some solutions to the problems they face. Do not blame the customers outright, your job is to be on their side. You need to stay calm and provide them with the smartest and best solution, so both parties feel mutually beneficial and the customer's trust in your business returns as usual.
Some of the solutions you can offer include discounts or shopping vouchers for future bookings and if necessary, give a new replacement for free against our product complaints whenever possible. If customer complaints are a matter of service, then promise to improve service better.
- Take Courage to Take Responsibility for the Complaint
For example, the complaint is actually addressed to other staff, do not directly lead the customer to the staff with the excuse that it is not your responsibility. This can create a negative impression that your business is working individually and not listening to customers seriously. Take over the error, listen and give the best solution. Furthermore, you just forward the complaint information to the staff concerned. This action can also be a benchmark for your business professionalism.
- Take Action to Treat Customer Disillusion2
Even if you have provided the best solution for the customer, if deemed necessary, then offer special packages and free gifts for certain products, discount vouchers or better replaced products. This is almost the same as point # 3, but it is actually extra when the best solution for the customer has been given.
- Be Sure, Do not Be Rigid
Many people turn stiff and nervous when facing customers who are complaining. Rigid attitude like this can trigger a feeling of lack of relief in the hearts of customers. To avoid such things, position them as friends or relatives who need our attention, so we can be more flexible, calm and relaxed when confronted. Imagine if you were in their position, of course you want to be given comfort and a warm smile, is not it? So do it.
- Record All Complaints as Evaluation Materials
Complaint is one of the important components to improve our business services to customers. Take the complaint as something serious, so you can avoid repeated complaints over and over again. Record all such complaints and make them evaluate to improve the quality of the products and services you sell. Improving quality, innovation and improvement are also key to the success of a business. So do not forget this yes!
- Empower All Employees to Be Able to Overcome Complaint Well
In business, improving service and quality is critical to keeping customers loyal and business growing. Therefore, if your business already has employees and is large enough, it is important that every employee associated with the service and product has the ability to process and resolve complaints from customers.
Ways can be done, among others, often with a meeting together to discuss customer complaints and how to overcome them or include your employees in seminars or coaching related to the customer. The more knowledge your employees have with regard to improving the quality of the service, the better it will be for your business.
How to handle complaints from consumers in English is called handling complain. A complaint is a common thing when what is given does not match what is wanted. Complaints are thrown can also vary, ranging from polite to rough complaints and of course we must always be ready to handle it.
For example, suppose when there is a guest who ordered a meal in the restaurant but what is presented does not match what he ordered. Surely the guest will express their complaint.
As the complained person (in this case the servant), the person must also handle the complaint well so as not to offend the guest who ordered the food.
* (This dialogue occurs after the guests order the food).
Waiter : It's your order sir, chicken steak with mushroom sauce and a glass of avocado juice.
Guest : Sorry, waiter.
Waiter : Yes, Sir, Can I help you?.
Guest : Sorry this food is not what I ordered. Can you tell who the chef is?.
Waiter : I'm sorry sir Is there a problem with your order?.
Guest : Yes I think there is something wrong with the food Do you remember what I have ordered?.
Waiter : Okay, invite me to repeat your order You order a chicken steak with mushroom sauce and a glass of avocado juice.
Guest : Yes, but as you can see, I ordered a chicken steak with mushroom sauce but it was black pepper sauce and also the chicken was not cooked.
Waiter : I sincerely apologize for the inconvenience, Sir, invite me to give you a new one.
Guest : Okay, This restaurant has been running for so long, I just do not think such things can happen here.
Waiter : I'm sorry sir I apologize on behalf of my chef.
Guest : Okay, no problem. Just make sure things like that do not happen again.
Waiter : Well sir Thank you for your hospitality.
Guest : I would appreciate if you can replace it with a new one.
Waiter : Of course sir, please wait a moment.
Guest : Ok, thanks.
Waiter : Thanks again sir.
From the above conversations, we can conclude that we must be patient in handling any complaints from guests. The more complaints we face, the more solutions we have.
Reference :
http://www.pandagila.com/cara-cook-complain-customer-quick-hearted-right-
Accessed on November 6, 2017 At 7:40 am
http://www.englishcafe.co.id/example-conversion-language-inggris-about-handling-complain/
Accessed on November 6, 2017 At 7:45 am
Tidak ada komentar:
Posting Komentar